Job summary
An opportunity for two Senior Service Desk Support Officers has arisen to join the End User Computing team at Cwm Taf Morgannwg University Health Board, based at Williamstown Information Hub in Tonypandy, with a need to also work at other locations across the organisation.
You will provide remote service desk support services to clinical and non clinical users across the Health Board.
The candidate will require some technical experience, supporting users with applications and devices. You must demonstrate experience within ICT within your application which is essential for this role.
The role sits within the wider End User Computing Team, which currently includes, Microsoft 365, EndPoint Management, Mobilisation, Capital Rollouts, Service Desk and Desktop Support. The team supports a wide array of technologies and is filled with hard working, highly skilled staff. Through this team, the post holders get exposure to new technologies and training through work experience to enable future progression and development in the Digital space.
Hybrid working is available where the service needs allow.
Main duties of the job
The post holder will support the delivery of services within the Service Desk team. This will involve all elements of EUC, Cyber, and Infrastructure service delivery including:
o Remotely Supporting Windows PC's.
o Remotely Supporting Windows Laptops.
o Remotely Supporting Chromebooks.
o Remotely Supporting IGEL Thin Client devices.
o Remotely Supporting iPads, iPods and iPhones.
o Remotely Supporting Android tablets and phones.
o Remotely Supporting Audio Visual equipment.
o Responding to End User Related Security Alerts and handling or escalating as appropriate
o Active Directory User/Computer objects and policy.
o Microsoft 365 Features, User objects, licensing, and general policy.
o Systems Management toolsets to ensure the appropriate operation of the devices\systems detailed above.
o End user application presentation.
o Printing.
o Citrix endpoints and close links to Gold image management function.
o Remotely Supporting Clinical System Applications
o Knowledgebase Development
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.
We live by our core values:
- We listen, learn and improve
- We treat everyone with respect
- We all work together as one team
We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac
Person Specification
Qualifications and/or Knowledge
Essential
- Relevant BSc Degree or equivalent experience, skills, and knowledge.
- Knowledge of a range of IM&T areas.
- Commitment to continuing professional development for team members and self
Desirable
- Relevant Microsoft (or related) qualifications and/or training.
- Relevant Cyber Security qualifications and/or training.
- Relevant Infrastructure qualifications and/or training.
- Awareness and general use of EUC application environments including some of: Office SAAS Services | WSUS| AD Management and GP | File Services | Printing (local and MFD)| MSTeams| Citrix | SCCM | Intune | Audio Visual Solutions.
Experience
Essential
- Experience of working in a technical support role and proven experience in the development and support of IT systems
Desirable
- Experience of working in NHS/Care setting.
- Detailed experience with Microsoft Office and appropriate systems management software.
Personal Qualities
Essential
- Be comfortable working with all levels of organisation.
- Self-starter, ability to work comfortably within resource constraints and deadlines.
- Flexible approach to working and proactive.
Desirable
- To have the determination to resolve complex issues.
- To be able to work under pressurised situations.
Circumstances
Essential
- Able to meet the physical demands of the role, particularly the regular use of a VDU.
- Able to travel around UHB sites in a timely manner.
Desirable
- Ability to effectively support systems and staff remotely.
Other
Essential
- Willingness and ability to work flexibly in line with demands of the department and the service.
- Participate in on-call rota.
Aptitude, Abilities, and Skills
Essential
- Ability to produce good quality documentation.
- Excellent written and verbal communication skills.
- Organisational and time management skills.
- Analytical skills and problem solving.
- Ability to learn new technologies with minimum supervision
- Advanced keyboard and IT skills with ability to manipulate data and present in different formats.
Desirable
- The ability to speak or learn Welsh to a satisfactory level.
Person Specification
Qualifications and/or Knowledge
Essential
- Relevant BSc Degree or equivalent experience, skills, and knowledge.
- Knowledge of a range of IM&T areas.
- Commitment to continuing professional development for team members and self
Desirable
- Relevant Microsoft (or related) qualifications and/or training.
- Relevant Cyber Security qualifications and/or training.
- Relevant Infrastructure qualifications and/or training.
- Awareness and general use of EUC application environments including some of: Office SAAS Services | WSUS| AD Management and GP | File Services | Printing (local and MFD)| MSTeams| Citrix | SCCM | Intune | Audio Visual Solutions.
Experience
Essential
- Experience of working in a technical support role and proven experience in the development and support of IT systems
Desirable
- Experience of working in NHS/Care setting.
- Detailed experience with Microsoft Office and appropriate systems management software.
Personal Qualities
Essential
- Be comfortable working with all levels of organisation.
- Self-starter, ability to work comfortably within resource constraints and deadlines.
- Flexible approach to working and proactive.
Desirable
- To have the determination to resolve complex issues.
- To be able to work under pressurised situations.
Circumstances
Essential
- Able to meet the physical demands of the role, particularly the regular use of a VDU.
- Able to travel around UHB sites in a timely manner.
Desirable
- Ability to effectively support systems and staff remotely.
Other
Essential
- Willingness and ability to work flexibly in line with demands of the department and the service.
- Participate in on-call rota.
Aptitude, Abilities, and Skills
Essential
- Ability to produce good quality documentation.
- Excellent written and verbal communication skills.
- Organisational and time management skills.
- Analytical skills and problem solving.
- Ability to learn new technologies with minimum supervision
- Advanced keyboard and IT skills with ability to manipulate data and present in different formats.
Desirable
- The ability to speak or learn Welsh to a satisfactory level.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Employer details
Employer name
Cwm Taf Morgannwg University Health Board
Address
CTMUHB Digital Department, Williamstown ICT Hub, Service Desk
Williamstown ICT Hub, Dinas Isaf West, Tonypandy, Rhondda Cynon Taf
Tonypandy
CF40 1PY
Employer's website
https://joinctm.wales/ (Opens in a new tab)
